July 30, 2010
Secretariat IT Consolidation Plan Update
Commonwealth of Massachusetts
Statewide Strategic IT Consolidation (ITC) Initiative
Agenda
• Secretariat IT Plan Update Planning Process
• IT Consolidation Roadmap to Substantial Completion “A phased approach”
• Secretariat IT Plan Update Executive Summary – Progress to date
• Benchmarks
• Secretariat IT Consolidation Plan Summary by Service
• Secretariat IT Consolidation Plan Summaries by Secretariat

ANF

EOHHS

EOEEA

EOLWD

EOE

EOPSS

EOHED

MassDOT
• Potential Challenges Going Forward
• Next Steps
2
Secretariat IT Consolidation Update Planning Process
 Secretariat IT Consolidation Plan Update Process:
– Leveraged existing Secretariat IT Consolidation Plans dated 1/25/10
• Reviewed existing IT Consolidation Plans for continued accuracy
• Secretariat stakeholders pulled updated Governance, Organizational and Financial Data for
plan refreshes.
• Secretariat stakeholders met with their internal teams to review IT Services Consolidation
Workplans Meetings held with each SCIO to review and assist in data compilation efforts.
• The future state documented. Secretariat IT Consolidation Plans
• EOHHS plan was submitted in March 2010 and is being revisited by new SCIO with
revised plan targeted for Aug 30, 2010.
 PM Review & Executive Summary Development:
– Met with ANF, EEA, EOE, LWD, HED, EOPSS, and MassDOT to:
• Review Current State and Plan to Achieve Substantial Consolidation.
• Identify remaining FY’11 actions and key organizational changes.
• Review and update as needed IT Services Consolidation plans pertaining Helpdesk,
Desktop / LAN, Web Information Architecture and Applications Services plans.
– Review and combine Infrastructure Wave refresh plans.
– Compile all data and review with Secretariat stakeholders for final approval.
– Compiled executive summaries for senior management review.
3
Secretariat IT Consolidation Roadmap – a phased approach

The Secretariat Consolidation Roadmap update provide a framework for consolidation activity
completion and context from which to set specific future phase milestones

The IT Consolidation Work Plan is broken into 3 month phases to focus on specific milestones,
mange progress forward and allow for effective tracking of all related work effort from an enterprise
vantage point.

Currently IT Consolidation is in the Implementation Phase, which extends from July – September.

The overall goal of Consolidation is for each secretariat to migrate to the most efficient model for the
delivery of the IT services listed below.
• HelpDesk:
•
HelpDesk organizations consolidated to centrally managed organization.
•
HelpDesk toolsets consolidated to ITIL based toolsets.
•
Helpdesk Process Standards consolidated to ITIL based framework(s).
•
HelpDesk SLA’s consolidated to a standard multi-tiered SLA driven by agency needs.
• Desktop / LAN:
•
Desktop / LAN service organizations potentially consolidated to centrally managed HelpDesk organization.
•
Desktop / LAN service processes potentially consolidated to ITIL based framework(s).
•
Desktop / LAN service SLA’s potentially consolidated to a standard multi-tiered SLA driven by agency needs.
• Web IA:
•
The establishment and or standardization of processes responsible for organization, labeling and navigation schemes
within Mass. Gov, including standards around “look & feel” and a common user experience for static web-based content.
• Applications Services:
•

The consolidation of applications services at the Secretariat level is up to the discretion for the SCIO.
Secretariat Consolidation is progressing well, and is on track barring any budgetary or resource
constraints.
4
Secretariat IT Consolidation Plan Executive Summary
Each Secretariat modified their plans to achieve consolidation objectives with the understanding that these plans are under
continual re-evaluation and represent a snapshot in time as of July 31, 2010. Plan highlights are is as follows: (Details: see appendix A)
HelpDesk Services Consolidation:

HelpDesk Services are consolidated at ANF, EOLWD and EOEEA, with consolidation efforts in the final stages at EOPSS.

EOHHS, EOE & MassDOT plan on having consolidated HelpDesk organizations in place by 12/31/10

EOHED created a centralized HelpDesk organizational structure with 2 distinct HelpDesk Groups utilizing a singular toolset
Desktop / LAN Services Consolidation:

Centralized Support Model implemented for consolidated Desktop / LAN services at ANF & EOEEA.

EOPSS and EOLWD plan to move to a centralized support model for Desktop / LAN Svcs by the end of Q3 ’10.

EOE and EOHHS have initiated planning and plan to complete their Desktop / LAN Services consolidation by the end of Q1 ’11.
Web Information Architecture Services Consolidation:

> 75% of agency websites are currently hosted on Mass.Gov.

50% of Secretariats (EOLWD, EOHHS, EOHED, & EOPSS) initiated planning for Web IA consolidation and target completion in Q4 ’10.

EOE centralized its Web IA at the secretariat level and MassDOT in process of developing centralized content management.

ANF & EOEEA plan on completing Web IA consolidation by the end of Q2 ’11, with dependencies on resource and capital availability.
Applications Services Consolidation:
MassDOT has identified 42 applications and initiated applications consolidation efforts by completing their Badging Application upgrade,
and is planning quarterly application consolidations through Q1 ’11; including Ice & Snow, Fleet Management and Construction
Management applications .


EOHED is actively planning the implementation of a new core security application, “BitArmor” slated for delivery 12/31/10.

EOEEA has completed its Time and Attendance application implementation.
balance of Secretariats are currently prioritizing their centralized HelpDesk – Desktop / LAN organizations and plan on initiating
planning and analysis of application consolidation efforts with implementation efforts targeted between Q4 ’10 – Q2 ‘11 .
The
5
HelpDesk & Desktop / LAN consolidation is tracking to target
These HelpDesk and Desktop / LAN benchmarks are derived from the Benefits Tracking information available as of 6/30/10
HelpDesk
Secretariat
Baseline
Last Quarter
This Quarter
Target
% Reduced from
Baseline
ANF
6
5
1
1
EOE
0
0
0
1
EOEEA
6
6
3
1
EOHED
2
2
2
1
EOLWD
2
1
1
1
EOHHS
11
9
9
1
EOPSS
12
12
12
1
MassDOT
3
2
2
1
CMW
1
1
1
1
Total
43
38
31
9
28%
% Reduced from
Baseline
Desktop / LAN
Secretariat
Baseline
Last Quarter
This Quarter
Target
ANF
9
7
1
1
EOE
4
4
4
1
EOEEA
6
6
6
1
EOHED
2
2
2
1
EOLWD
4
4
4
1
EOHHS
16
11
10
1
EOPSS
12
12
12
1
MassDOT
2
2
2
1
CMW
0
0
0
0
Total
55
48
41
8
25%
6
Secretariat IT Consolidation Work Plan Visual by Service
HelpDesk Services Consolidation
FY'10 - FY'11
J
F
M
A
M
J
J
Desktop / LAN Services Consolidation
A
S
O
N
D
J
F
M
A
M
J
FY'10 - FY'11
ANF
ANF
EOEEA
EOEEA
EOE
EOE
EOHED
EOHED
EOHHS
EOHHS
EOLWD
EOLWD
EOPSS
EOPSS
MassDOT
MassDOT
J
F
M
A
M
FY'10 FY'11
J
F
M
A
M
J
J
A
S
O
N
D
J
F
M
A
M
J
FY'10 - FY'11
ANF
EOEEA
EOEEA
EOE
EOE
EOHED
EOHED
EOHHS
EOHHS
EOLWD
EOLWD
EOPSS
EOPSS
MassDOT
MassDOT
J
F
M
A
M
FY'10 FY'11
Inventory
A
S
O
N
D
J
F
M
A
M
J
S
O
N
D
J
F
M
A
M
J
Applications Services Consolidation
ANF
Legend:
J
FY'10 FY'11
Web IA Services Consolidation
FY'10 - FY'11
J
J
J
A
FY'10 FY'11
Analysis/ Planning
Consolidation Initiated
Completed
7
2010 Secretariat IT Consolidation Roadmap Summary
ANF
Helpdesk Services
Desktop / LAN Services
Profile:
Pre-Consolidation: 7of the 14 agencies have their own internal Helpdesks utilizing
differing toolsets, all governed by differing processes, standards and technologies.
The remaining 7 utilize ITD as their Helpdesk organization.
Action Plan Summary:
ANF implemented a systematic approach to Helpdesk consolidation.
Standardizing processes, procedures, staffing models and agreeing upon a
singular Helpdesk toolset, including the implementation of automated call
distribution systems, ANF piloted HD consolidation with a single agency (BSB).
ANF proceeded to develop & implement customer svc training and SLA’s for
migration to full User Support Model. Complete implementation of User Support
Model with all agencies targeted for 7/3/10.
Key Milestones:
Consolidation to central services support model complete
Target Dates:
7/3/2010
Web IA Services
Action Plan Summary:
ANF’s goal is complete consolidation of 9 Desktop / LAN service organizations to 1
ITIL based framework. Utilizing a singular SLA to cover both Desktop/LAN and
Helpdesk services, ANF will consolidate their IT Service groups and staff into 1
centrally managed organization.
Key Milestones:
Target Dates:
Transition IT Support Staff to Secretariat Level
6/30/2010
Complete implt. of User Support Model for agency groups 1-3
7/3/2010
Application Services
Profile:
Pre-Consolidation: 14 agencies portalized on MASS.GOV, with 4 of 14 agencies
working toward adoption of new ANF secretariat information architecture
structure.
Action Plan Summary:
ANF plans on creating a secretariat based Web IA services organization. Beginning
in July ’10 and culminating in October ’10, ANF will conduct staffing and website
content inventories. Followed by detailed planning and governance development
ANF plans on completing SLA’s ,KPI’s and activating their Web IA Services team by
March ’11. Completed Website IA Services rollout slated for end of FY’11.
Key Milestones:
Profile:
Pre-Consolidation: 9 decentralized and independently managed Desktop / LAN
service groups.
Target Dates:
Profile:
Pre-Consolidation: 5 categories of applications identified and prioritized as
potential candidates for consolidation.
Action Plan Summary:
ANF broke out two major categories for consolidation based on function: (1)
Foundational, (2) Business Applications. The secretariat identified 30 applications
which have redundancies across 4 ANF agencies. These applications are targeted
for consolidation. Completed application consolidation targeted for end of FY’11.
Key Milestones:
Target Dates:
Staffing and web content inventories complete
10/30/2010
Obtain business buy in for consolidation plan
7/30/2010
Complete planning and Web IA Svcs governance development
12/31/2010
Governance, Operating and Staffing models complete
12/31/2010
SLA’s & KPI’s complete – activation of Web IA Svcs team
3/31/2011
Full application consolidation complete
6/30/2011
Complete Website IA Svcs rollout
6/30/2011
8
2010 Secretariat IT Consolidation Roadmap Summary
EOEEA
Desktop / LAN Services
Helpdesk Services
Profile:
Pre-Consolidation: 8 internal Helpdesks utilizing 3 differing toolsets, all governed
by differing processes, standards and technologies.
Profile:
Pre-Consolidation: 8 decentralized and independently managed Desktop / LAN
service groups.
Action Plan Summary:
EOEEA selected a common Helpdesk toolset “ Open Source,” and announced a
new centralized Helpdesk organizational structure in May ‘10. EOEEA is targeting
completion of consolidation to a centralized services support model in July ’10,
followed by the rollout of a virtual staffing model across the secretariat in
October ’10.
Action Plan Summary:
EOEEA transitioned support staff to Secretariat level in April ’10. Project team is
currently reviewing staffing models and establishing standards for processes and
procedures, as well as developing and refining their Desktop / LAN Services SLA in an
iterative process. Targeting full migration to Secretariat level Support Model in July
’10.
Key Milestones:
Key Milestones:
Target Dates:
Target Dates:
Consolidation to central services support model complete
7/31/2010
Complete SLA & establish standard policies & procedures
6/30/2010
Rollout of virtual staffing model complete
10/31/2010
Transition IT Support Staff to Secretariat Level
6/30/2010
Migrate 11 remaining agencies to Centralized Support Model
7/31/2010
Web IA Services
Profile:
Pre-Consolidation: 6 agencies with static, non-portalized, independently managed
websites, operating without a unified information architectural structure.
Action Plan Summary:
EOEEA separated Web IA Consolidation into 2 distinct and concurrent work
streams: (1)Web IA & (2)Non-Compliant Site Mgmt.
(1); EOEEA created a centralized Web IA team to define staffing models and
establish procedures and training on web toolsets. Currently EOEEA is managing
the portalization of agency sites in 2 groups. The portalization of these groups is
dependant on budget.
(2); EOEEA determined decommissioning timeline for non-compliant websites and
established content mgmt governance- targeting June ’10 completion. They will
begin decommissioning by July ’10 - targeting completion in February ’11.
Key Milestones:
Target Dates:
Application Services
Profile:
Pre-Consolidation: Multiple agencies with high maintenance and licensing costs. 12
applications identified for potential consolidation.
Action Plan Summary:
EOEEA project team conducted due diligence exercises to determine appropriate
apps. for consolidation. Currently EEA has consolidated their Time & Attendance
application completing in June ’10. Project team is currently designing governance
ops. models and consolidation plans – targeting September ’10. EOEEA plans to
commence execution in October ’10 upon approval from leadership – targeting
February ’11 completion.
Key Milestones:
Target Dates:
Establish Web IA and Content Mgmt Governance
6/30/2010
Consolidation of Time & Attendance Application complete
6/30/2010
Migration of Group 1 agency sites to MASS.GOV
10/31/2010
Governance Operating Model and Consolidation Plan complete
9/30/2010
Decommissioning & migration of non-compliant websites
2/28/2011
Full application consolidation complete
2/28/2011
Migration of Group 2 agency sites to MASS.GOV
6/30/2011
9
2010 Secretariat IT Consolidation Roadmap Summary
EOE
Desktop / LAN Services
Helpdesk Services
Profile:
Pre-Consolidation: No internal Helpdesks & 2 external Helpdesks utilizing 2
differing toolsets, all governed by differing processes, standards and technologies.
Profile:
Pre-Consolidation: 4 decentralized, understaffed and independently managed
Desktop / LAN service groups.
Action Plan Summary:
EOE Has conducted due diligence and planning in order to create a centralized
internal Helpdesk to provide Tier 1, 2 and 3 services. EOE Helpdesk is actively
participating in ITD’s IBM/Tivoli implementation and will pilot the use of this
software to create their new centralized model as soon as it is available. Targeting
set up and configuration in Tivoli by 10/30/10. Staffing will be identified and a
new organization put in place and expect to be fully operational 12/31/10.
Action Plan Summary:
EOE Project team is currently assembling DT/LAN services team from current agency
staffing. EOE will review staffing models and levels, create a separately managed
group and establish standards for processes and procedures for operation and
integrate with the Tivoli –Helpdesk effort to implement ITIL standards by Oct. ’10.
Development of SLA and full implementation of new model expected Feb. ’11.
Key Milestones:
Key Milestones:
Target Dates:
Target Dates:
EOE established as Secretariat entity in Tivoli
10/31/2010
Create staffing model and appoint management
10/31/2010
EOE Centralized Helpdesk fully operational
12/31/2010
Develop SLA’s and complete implementation
02/01/2011
Application Services
Web IA Services
Profile:
Pre-Consolidation: 4 agencies with static, non-portalized, independently managed
and silo-focused websites, operating without a unified IA structure.
Profile:
Pre-Consolidation: Multiple agencies with high maintenance and licensing costs. 2
application areas identified for potential consolidation.
Action Plan Summary:
EOE gathered and organized the Web IA requirements for the Secretariat which
entailed wide opportunities and activities for education. EOE conducted detailed
design and contracted with HHS to build a new consolidated Web IA service for
the Secretariat; bringing the 4 agencies’ static content into the Mass.gov portal.
EOE trained staff to maintain the Sec. site and will launch in mid-late July 2010.
Moving into Phase 3d, EOE will develop a plan to begin migrating static content
from the remaining agencies into the portal as well as separating static content
from applications at the agency level. EOE will also, create a single centralized
group to support the agencies and Secretariat site as an integrated whole with
SLA by Dec. ’10.
Action Plan Summary:
EOE project team conducted due diligence exercises to determine appropriate apps.
for consolidation. Currently no consolidation of agency applications identified.
Key Milestones:
Key Milestones:
Target Dates:
Launch sec level Web IA services
7/30/2010
Conduct org and staff planning for consol. for agency sites
9/30/2010
Full cut over to Sec level Web IA Service Delivery
12/31/2010
Target Dates:
10
2010 Secretariat IT Consolidation Roadmap Summary
EOHED
Helpdesk Services
Desktop / LAN Services
Profile:
Pre-Consolidation: 4 out of 9 agencies without Helpdesk organizations and
sporadic use of proprietary toolsets.
Profile:
Pre-Consolidation: 2 Desktop /LAN service providers decentralized across all
agencies with overlapping service delivery and differing processes and procedures.
Action Plan Summary:
Three phase plan: First- Implement the HelpStar toolset at OCA. Second integrate with existing tool at DHCD allowing for full sharing of data via XML.
Third- Enable full XML transfer of data between DHCD / OCA & IBM Tivoli toolset
once available and stabile and consolidate all service function to a single Helpdesk
organization. SLA’s and staffing models have been drafted, and training has
begun. Targeting the HED completion in Jul ’11. Plans to rollout a virtual staffing
model across the secretariat once central support model is fully functional.
Action Plan Summary:
Planning to centralize desktop / LAN services consolidating to a single service
providers across OCABR and OCD. Establishing standard processes, reviewing
staffing model requirements and complete SLA development and refinement by
Dec ’10. Targeting the transition of staff to secretariat level and the completion of
consolidation to a centralized support model by Jul ’11.
Key Milestones:
Target Dates:
Key Milestones:
Target Dates:
Establish Standard processes and staffing model requirements
6/30/2010
Helpdesk Services Consolidation Completes
7/15/2011
Complete SLA development and refinement
12/31/2010
Tivoli integration, Virtual Staffing Model and process refinements complete
TBD
Completion of Consolidation to Central Support Model
7/31/2011
Web IA Services
Application Services
Profile:
Pre-Consolidation- Most of the EOHED agencies currently standardized content
management processes and portalized on MASS.GOV.
Profile:
Pre-Consolidation: 2 categories of Applications with consolidation potential
identified (Document management and information security.)
Action Plan Summary:
Create a centralized Web IA team while defining and standardizing content and
Web information architecture across all agencies. Designed a Secretariat Web IA
model in Apr ’10 full migration by Jun ‘10. Decommissioning of non-compliant
websites and migration of content to follow – targeting Dec’10 completion.
Action Plan Summary:
Two stage approach: First – Analyze Document Mgmt. processes & procedures to
identify singular approach for consol. across the sec.- targeting Dec ‘11 impl.
Second: Analyze Data Mgmt. model and prepare to impl. core security addition
(BitArmor) placing data controls / rights within the data structure.
Key Milestones:
Key Milestones:
Target Dates:
Target Dates:
Complete Agency migrations
6/30/2010
Implement core security application (BitArmor)
12/31/2010
Completion of non-compliant website decommissioning
12/31/2010
Implement Document Management consolidation
12/31/2011
11
2010 Secretariat IT Consolidation Roadmap Summary
EOHHS
Helpdesk Services
Desktop / LAN Services
Profile:
Pre-Consolidation: 9 Helpdesk organizations with 2 distinct toolsets. As of 3/31/10
15 of 16 agencies were supported by a centralized Helpdesk and using a singular
CA Service Desk toolset.
Profile:
Pre-Consolidation: 10 providers of Desktop / LAN services with a decentralized
model exhibiting significant overlaps and only 6 of 16 agencies supported by a
centralized service model.
Action Plan Summary:
Initiation of a Consolidated Service Desk model will be performed in phases and
broken out by service: Incident, Request Fulfillment, Change Mgmt. & Asset
Mgmt. These phases are projected to complete by December 2010. Consolidation
will incorporate the completion of VoIP implement and the finalizing of the EDS
Contract Renewal Strategy - targeted for March 2011.
Action Plan Summary:
Project team is currently reviewing business and staffing model requirements and
establishing standards for processes and procedures. EOHHS plans to transition
support staff to Secretariat level October ’10. Targeting full migration to
Secretariat level Support Model by March ’11.
Key Milestones:
Target Dates:
Helpdesk Services Consolidation Completes
12/31/2010
EOHHS VoIP Implementation complete
TBD
EDS Contract Renewal Strategy finalized
3/31/2011
Key Milestones:
Target Dates:
Establish Standard processes and staffing model requirements
7/31/2010
Complete SLA development and refinement
9/30/2010
Transition IT Support Staff to Secretariat Level
10/31/2010
Migrate 11 remaining agencies to Centralized Support Model
3/31/2011
Web IA Services
Profile:
Pre-Consolidation- All of EOHHS compliant website portalized on MASS.GOV..
Action Plan Summary:
Focus on non-compliant / rogue websites; Completed identification &
documentation of rogue sites, develop a decommissioning timeline by August ’10.
EOHHS will establish and implement new governance model for Web IA by
6/30/10 and begin decommissioning of old sites while migrating content –
targeting completion by December ’10.
Key Milestones:
Target Dates:
Establish & Implement new governance models
6/30/2010
Completion of non-compliant website decommissioning
11/30/2010
Application Services
Profile:
Pre-Consolidation: Identified 123 applications with consolidation potential
Action Plan Summary:
EOHHS completed application inventory and governance model design by August
‘10. Currently in process of application portfolio analysis and consolidation
prioritization targeting completion by January ’11. EOHHS plans to commence
execution of apps. Consolidation in April ’11 upon approval from leadership., with
completion target TBD.
Key Milestones:
Target Dates:
Inventory Applications and consolidation prioritization plan
1/15/2011
Apps. consolidation plan approval
3/31/2011
12
2010 Secretariat IT Consolidation Plan Summary
EOLWD
Helpdesk Services
Desktop / LAN Services
Profile:
Pre-Consolidation: Formal Helpdesk support not universally available across the
secretariat.
Action Plan Summary:
LWD’s completed it’s plan to utilize lessons learned during the consolidation of
Helpdesk Services within DWD and DIA, including the selection of a singular ITIL
Based Helpdesk toolset ( c.Support) by GWI, to model best practices and
implement a centralized support model across the secretariat. Currently LWD
offers a robust, dedicated, secretariat level helpdesk team. Final implementation
of all Helpdesk system functionality targeted end of December ’10, with
implementation of VoIP systems and optimization of staffing models to follow.
Key Milestones:
Final impl. of Helpdesk toolset functionality complete
Target Dates:
Profile:
Pre-Consolidation: 6 of 16 agencies supported by a centralized IT support
structure. The remaining 10 agencies utilize independent, overlapping,
decentralized desktop /LAN service provider models.
Action Plan Summary:
LWD completed the establishment of processes and procedures, reviewed staffing
models and developed SLA’s, which supported the transition of Desktop / LAN
support staff to ITD. Currently targeting the migration of 8 agencies to a
centralized support model, completing their consolidation by July ’10. This
consolidation will be followed by an iterative process of SLA refinement.
Key Milestones:
Complete Impl. of Centralized Support Model for all agencies
8/31/2010
Refinement of SLA’s and policies
TBD
12/31/2010
Web IA Services
Target Dates:
Application Services
Profile:
Pre-Consolidation: Completed migration of all static web content to MASS.GOV
Profile:
Pre-Consolidation: Limited consolidation potential. LWD to focus on the reduction
of redundant “Time Matters” applications across the secretariat to reduce
maintenance and licensure costs.
Action Plan Summary:
LWD plans to complete due diligence related to the LMI website to determine
inclusion in portalization efforts. This exercise is followed by work effort involved
in decommissioning non-compliant websites targeted completion in December
’10.
Action Plan Summary:
EOLWD conducted a complete inventory of LexusNexus “Time Matters”
application installations across the secretariat. Project team currently designing
applications governance operating models and full consolidation plan – targeted
completion 6/30/2010. EOLWD plans to commence execution of consolidation
plan in August of ’10 upon final approval from leadership, with projected
completion in December ’10.
Key Milestones:
Key Milestones:
Target Dates:
Target Dates:
Timeline for decommissioning of rogue websites complete
6/30/2010
Governance, Operating models & Consolidation plan complete
6/30/2010
Governance for content mgmt. & IA design complete
7/30/2010
Full application consolidation complete
12/31/2010
Complete rogue website decommissioning
12/31/2010
13
2010 Secretariat IT Consolidation Roadmap Summary
EOPSS
Helpdesk Services
Desktop / LAN Services
Profile:
Pre-Consolidation: Noncontiguous Helpdesk Organization with 12 providers
utilizing 4 different tools.
Profile:
Pre-Consolidation: 12 Decentralized providers of Desktop / LAN services with
varied services procedures.
Action Plan Summary:
EOPSS selected a common Helpdesk tool – MSP and is currently implementing
Incident & Problem Mgmt., Asset Mgmt., and Request Fulfillment components.
Targeted Consolidation Completion 10/01/10 (per 3d dashboard). Virtual staffing
model to be refined through December ’10.
Action Plan Summary:
Planning and implementation transition in process; project teams baselining
processes, establishing standards, reviewing staff model requirements and
developing SLA’s. Targeted to staffing and process model completion by Feb. ’11,
with migration to secretarial level and complete consolidation of Desktop / LAN
services by August ’11.
Key Milestones:
Key Milestones:
Target Dates:
Target Dates:
Helpdesk Services Consolidation Completes
10/1/2010
Desktop / LAN completes process and staffing models
2/01/2011
Virtual Staffing Model and process refinements complete
12/31/2010
Desktop / LAN consolidation complete
8/30/2011
Web IA Services
Application Services
Profile:
Pre-Consolidation- 2 Websites not portalized on Mass.Gov: Mass National Guard
& MASSCOR Industries
Profile:
Pre-Consolidation: 5 categories of Applications with consolidation potential
identified.
Action Plan Summary:
Developed IA and Content Standards for Mass National Guard during early 2010.
Completed portalization of Mass National Guard and MASSCOR Industries. Plan to
conduct a thorough review of non-compliant websites and domain names in Fall
2010. Decommissioning efforts to follow.
Action Plan Summary:
Completed identification of potential applications for consolidation. Consolidated
web-based Time and Attendance reporting for all IT staff. Project team currently
designing application governance operating model and consolidation plan –
targeting 6/30/10 completion. Plan to commence execution in September ’10
upon approval from leadership. Targeting completion February ’11.
Key Milestones:
Key Milestones:
Target Dates:
Target Dates:
All compliant websites portalized
4/30/2010
Apps. governance ops models and consolidation plan complete
8/30/2010
Completion of non-compliant webiste review
12/31/2010
Apps. consolidation complete
2/28/2011
14
2010 Secretariat IT Consolidation Roadmap Summary
MassDOT
Helpdesk Services
Desktop / LAN Services
Profile:
Pre‐Consolidation: Formal helpdesk support was not universally available across
the secretariat. We had three internal transportation agency helpdesks governed
by different sets of processes, standards, and technologies. RMV Helpdesk ‐ USD,
MTA Helpdesk – TrackIT!, EOT Helpdesk – a different version of TrackIT!.
Profile:
Pre‐Consolidation: No consistent Desktop / LAN Services were available across the
secretariat. We had two internal transportation agency Desktop / LAN Services
Teams: One for the Mass. Turnpike Authority and one for the Executive Office of
Transportation..
Action Plan Summary:
MassDOT is consolidating three helpdesk organizations with different processes,
standards, and technologies into one helpdesk organization with one toolset.
We are evolving our TrackIT! Application towards ITIL compliance.
Action Plan Summary:
We are merging these two separate Desktop / LAN Services teams into one
organization with a single set of processes. This consolidation will be followed by
an iterative process of SLA refinement.
Key Milestones:
Implement new Helpdesk Incident Tracking System
Key Milestones:
Create Standards & Policies for centralized model
Target Dates:
7/30/2010
Target Dates:
7/30/2010
Rollout customer facing, self-service web forms
8/20/2010
Migrate remaining 20% of Desktop Svcs to new model
9/30/2010
Final impl. of Helpdesk toolset functionality complete
12/31/2010
Refinement of SLA’s and policies
12/31/2010
Web IA Services
Application Services
Profile:
Pre‐Consolidation: We began the consolidation and transformation of Web Sites
towards standardization with the creation of MassDOT last Fall.
Action Plan Summary:
In parallel with ITD, MassDOT is implementing a Web Site content management
systems solution with the open source product .Net Nuke. MassDOT is tracking
the progress on the Mass.gov Web Sites redesign and working closely with the
Mass.gov implementation team.
Key Milestones:
Target Dates:
Profile:
Pre‐Consolidation: There was limited application services consolidation potential.
We identified and have consolidated a single application Employee and Contractor
Badging..
Action Plan Summary:
Since consolidation we have identified 42 additional application services for
consolidation. We will commence execution of the application services
consolidation plan in August of 2010 upon final approval from leadership.
Key Milestones:
Target Dates:
Implementation of Content Management System
9/01/2010
Governance, Operating models & Consolidation plan complete
6/30/2010
Migration of external websites complete
12/31/2010
Snow & Ice Application Consolidation complete
9/30/2010
Fleet Management Application Consolidation complete
12/31/2011
Construction Management Application Consolidation complete
3/30/2012
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Potential Challenges Going Forward
• Budgetary & Resource constraints
• Infrastructure dependencies
• Agency consensus related to consolidated services adoption
• Consistent measurements & program results reporting for Benefits Tracking.
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Next Steps and Considerations for Success
• Continue working with Secretariats to facilitate progress on Secretariat
Services FY ’11 consolidation priorities within established timeframes.
(HelpDesk & Desktop / LAN services)
• Facilitate a HelpDesk Discussion Group to foster collaboration in Secretariat
development of consolidated HelpDesk Services centralized support models
and processes.
• Continue to monitor progress within Phase 3d and plan for Phase 3e
implementation come September 2010.
•Operationalize consistent benefits tracking results & reporting for FY ‘11
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